healthwatch york autumn 2015 magazine

3 Tell us about your experiences We can use them to help make services better

15 Childrens Centres

Autumn 2015

In this issue

8 Annual Meeting Over 70 people attended our event on July 28th

Earlier this year Healthwatch York asked York residents what topics we should focus on.

60% of people who responded to our survey said we should look at access to GP services. We began our work in a public workshop session at our Annual Meeting in July and have received feedback through our online feedback centre, by e mail, phone and in person. We have already submitted feedback to the House of Commons Health Select Committee via Healthwatch England.

If you or a member of your family been to a GP practice in York within the past 2 years wed love to hear about your experiences, both good and bad. We have published a survey with this magazine which is available on paper or online at: www.surveymonkey.com/r/YorkGPs

The survey is anonymous and we will not publish any information which identifies anyone. The findings of the survey will be included in our report on access to GP services which will be published in March 2016 and presented to the Health and Wellbeing Board. Our report will include recommendations for changes which can really improve peoples experience of accessing GP services.

We need feedback from as many people as possible so we can find out what is working well and what needs to be improved. Please complete our survey or contact us at the Healthwatch York office to tell us about your experiences.

Tell us about your experiences of seeing GPs in York

How easy is it for you to make appointments?

Can you book and cancel appointments

online?

Does your GP practice have a patient

participation group?

Does your GP hold open surgeries?

What does your GP practice do that works

really well?

4-5 Work Plan Update Adults with ADHDDementiaWheelchair services

Celebrating Ability Week26 October to 1 November 2015. For more information visit www.york.gov.uk/celebratingability

Just 30 @just30york

19717 COY Celebrating Ability Week Programme 2015 (12pt)-V2.indd 1 09/09/2015 09:57

14 Celebrating Ability Week 26th October - 1st November10 Making a Difference Awards

11 Local care homes

We want to find out more about your

experiences of accessing GP services

in York, including:

Your local NHS Health & Wellbeing Strategy

6 Get involved and have your say

7 Healthwatch York volunteer is highly commended by Healthwatch England

Welcome to the Autumn edition of the new style Healthwatch York magazine.

We have adopted this magazine style following the positive feedback we received about our previous edition. You will see in this edition we have devoted four pages to local groups and organisations including York Timebank, Limbgo (York amputee support and social group) and City of York Councils disability sport team.

Were very lucky in York to have so many groups and organisations doing great work. We have a lot of support groups for people with specific conditions, groups representing particular communities and organisations working on exciting projects to help improve peoples physical and mental health. Helping people find out where to go for advice and support is a very important part of Healthwatch Yorks work. If you know of an organisation which you would like to see featured in our magazine, please let us know.

Also in this edition we have a feature on Healthwatch Yorks second Annual Meeting, which took place in July and included our first Awards event. When a lot of the news about health and social care is negative, we feel its important to remember that hard working staff deliver great care every day. We were delighted to be able to recognise some of these staff with our Healthwatch York Making a Difference Awards.

Giving your feedback to Healthwatch York enables you to influence local health and social care services as well as recognising good care. You can use the feedback centre on our website or contact us by phone, e mail, letter, through Facebook and Twitter. We look forward to hearing from you however you choose to give us your feedback.

John ClarkChair, Healthwatch York

2 | Healthwatch York | Autumn 2015

Comment from our Chair

Family and friends test resultsThe first Friends and Family Test (FFT) results collected from NHS dental services and ambulance and patient transport services have been published. Over 10 million responses have been collected across all service areas since FFT was implemented in April 2013. You can see the data on the NHS England website:ABC ABC ABC ABC ABC ABC ABC ABC ABC

www.england.nhs.uk/ourwork/pe/fft/friends-and-family-test-data

Free prescriptions for certain conditionsPeople with certain medical conditions can get free NHS prescriptions if they have a medical exemption certificate (MedEx). The conditions include:

Conditions such as diabetes and epilepsy A permanent fistula, for example

colostomy, laryngostomy or ileostomy A continuing physical disability which

means that the person cannot go without the help of another person

Ongoing treatment for cancer

You can see the full list of medical exemptions on the NHS Choices website:

ABC ABC ABC ABC ABC ABC ABC ABC ABC

www.nhs.uk/nhsengland/Healthcosts/pages/Prescriptioncosts.aspx

To apply for a MedEx ask your doctor for an FP92A form.

It is important to remember that the MedEx lasts for five years and then needs to be renewed. You may receive a reminder but, if you dont, it is your responsibility to make sure that the certificate is renewed.

If you have any queries about medical exemption certificates you can phone a national helpline on 0300 330 1341

Autumn 2015 | Healthwatch York | 3

Tell us about your experiences we can use them to help make services better

The plan was discussed and amendments were agreed at an open meeting with Healthwatch York, members of the Deaf community, Vale of York Clinical Commissioning Group and North Yorkshire County Council.

The hospitals Access to Service Group has now passed the plan to their Fairness Forum for monitoring. One of the key actions is to develop and enhance access to interpreting services such as sign language interpreting, Braille/Audio, Typetalk and hearing loops.

Healthwatch Yorks vice chair Lesley Pratt, who is a member of the Fairness Forum said: Its fantastic to see that the Hospital have taken our recommendations on board and we are seeing changes taking place because of our work. Healthwatch York reports are based on what local people tell us we can use the comments and feedback we receive to improve services for everyone.

Thanks to everyone who has contacted us and shared their stories we have been able to make a real difference to services in York.

You can give us your feedback in a number of ways:

Via the online feedback centre on our website: www.healthwatchyork.co.uk

Phone, email, letter Facebook and Twitter Talk to one of our

Community Champions

In response to two of Healthwatch York reports Access to Health and Social Care Services for Deaf People (December 2013) and Discrimination Against Disabled People (June 2014) - York Hospitals Access to Service Group developed an action plan.

Lesley Pratt with Healthwatch York reports


New action group for adults with Attention Deficit Hyperactivity Disorder (ADHD) and their carersAs a result of the 2014 Healthwatch York conference on mental health a new action group has been developed for adults with Attention Deficit Hyperactivity Disorder (ADHD) and their carers.

The new group Solution Orientated Adult ADHD Carers Group (SOAAC) aims to raise awareness of the condition and call for more resources in York for adults with ADHD and their carers. The group has been set up by Shirley Kenyon of York Mental Health Carers Support Group and York Substance Misuse Carers Support Group.

Healthwatch York will be working with SOAAC to develop a report based on peoples lived experiences. The report will identify the gaps in resources and support and provide recommendations for health and social care providers to improve services in York.

If you would like to share your experiences around adult ADHD with us, or get involved in the new group, please contact the Healthwatch York office.

Making York work for people with dementia During the past two years Healthwatch York have heard concerns about support for people living with dementia in York.

People told us that in some cases they had struggled to get diagnoses as there is significant variation between GP practices. They also told us that they have poor access to information about available support, particularly at times of crisis.

In May 2015 Healthwatch York were successful in winning a bid for funding from the Joseph Rowntree Foundation (JRF) to carry out work on dementia services in York. The funding is for us to carry out a two year project which will result in a work plan and clear recommendations on what York needs to do to make York work for people with dementia and their carers.

Working with Here Now Dementia, a York-based not-for-profit company, we have arranged meetings once a month from October 2015 until July 2016 on a variety of topics such as dealing with a diagnosis of dementia, family and relationships, making places dementia friendly. These are meetings for people with dementia and their carers.

If you or someone you know would like to attend any of these sessions, or if you would like to find out more about our work, please contact the Healthwatch York office or email Emily Abbott at Here Now Dementia:


[email protected]

Healthwatch York work plan updateIn February this year you told us that the two topics on our work plan this year should be Accident and Emergency (A&E) services and alternatives and access to GP services.

Our report on A&E services was published in July and our work on access to GP services is now well under way. Since the beginning of the year we have managed to secure funding to work on another of your priorities - dementia services. We also added wheelchair services to our workplan following repeated concerns from people using the service in York.


Healthwatch Yorks report on local wheelchair services was presented to City of York Councils Health and Adult Social Care Policy and Scrutiny Committee in July.

The report, based on what people told us about their experiences, raised a number of issues, particularly about the length of time people have to wait for assessment and for maintenance and repairs to wheelchairs. It included recommendations to the NHS Vale of York Clinical Commissioning Group (CCG), who are responsible for commissioning the service.

Following the Healthwatch York report and their own service review, the CCG have committed to addressing the issues which were identified.

Significant work is now taking place with Harrogate and Rural District NHS Foundation Trust (HDFT), who provide the wheelchair service and an immediate action plan for service improvement has been developed. The CCG organised two rapid improvement events to make sure that service users, providers and commissioners could all discuss the issues and HDFT have agreed

Local wheelchair services are set to improve

to implement a programme of rapid improvement over a 30, 60 and 90 day period.

The importance of appropriate wheelchair provision has also been recognised nationally. A National Wheelchair Leadership Alliance has been formed, led by Baroness Tanni Grey-Thomson. The Wheelchair Alliance has developed a national Charter, which was launched in July 2015, designed to increase the profile of the commissioning of wheelchair services.

Visit the Right Chair, Right Time, Right Now website for more information:

www.rightwheelchair.org.uk

Get involved and have your say


Find out whats going on in your local NHSNHS Vale of York Clinical Commissioning Group (CCG) hold Governing Body meetings which are open to the public every two months. The meetings hear reports about the progress of specific initiatives being led by the CCG as well as information about finance and performance.

Rachel Potts, Chief Operating Officer of the CCG, says: Governing Body meetings are an opportunity for local people to come along and find out about whats going on in their local NHS and hear about how were improving care for patients.

We have transparency as one of our core values, and we believe its important that people have the chance to hear our discussions and observe how decisions are made about the health services they access.

Members of the public are warmly invited to attend and can take an active role in the meeting by putting forward a question to the Governing Body members. At the start of each meeting, there is a period of up to 20 minutes for the public to do this. All questions must be submitted in writing no later than 5pm on the Monday of the week of the meeting.

Send by post to:

Michele Saidman, Executive Assistant NHS Vale of York Clinical Commissioning Group, First Floor, West Offices, Station Rise York YO1 6GA


Send by email to: [email protected]


The next meeting of the governing body is on Thursday 3rd December 2015, 10am at West Offices, Station Rise

Closure of Bootham Park HospitalHealthwatch York is aware of the concerns local people have following the closure of Bootham Park hospital which was found to be not fit for purpose by the Care Quality Commission (CQC).

Tees Esk and Wear Valleys NHS Foundation Trust (TEWV) took over responsibility for mental health and learning disability services in York on October 1st. TEWV, who will be working closely with NHS Vale of York Clinical Commissioning Group (CCG), have committed to do everything they can to minimise the impact that the closure will have on service users, their carers and staff.

TEWV have set up a helpline for people to contact if they have any questions or concerns about whats happening and where services are being provided.


The helpline number is 01904 610700

People can also contact the Vale of York Clinical Commissioning Group (CCG) by:


email: [email protected]


or by phone: 01904 555999 or get in touch with Healthwatch York office.

Have your say on Yorks Health and Wellbeing StrategyThe Health and Wellbeing Strategy is a vital document which shapes the future of health and care in York.

The strategy will be refreshed and updated over the next six months and everyone in York will be able to have their say. Look out for the consultation which City of York Council will launch soon.

The 2013-2016 Strategy is available on City of York Councils website:


www.york.gov.uk/downloads/file/2457/health_and_wellbeing_joint_strategy

Contact the Healthwatch York office if you need a paper copy.


Healthwatch Englands second national conference took place from 30th June-1st July 2015 in Manchester.

Healthwatch York volunteer is highly commended by Healthwatch England

The main themes of the conference were the challenges for Healthwatch in a changing environment and the practical tools which local Healthwatch can use.

The conference also hosted this years Healthwatch network awards. Healthwatch York volunteer Louise Sangwine was highly commended in the making a difference through volunteering category.

Louise was nominated in recognition of her hard work and dedication in researching and compiling Healthwatch Yorks guide to Mental Health and Wellbeing in York. It was Louise who originally came

up with the idea of producing a guide with information and advice about local mental health services.

Since its publication in January 2015 the guide has proved to be an invaluable resource for people living with mental health issues, their families and carers. Were already planning the second edition of our guide, which will be an updated version. If you know of any groups or organisations who should be included,

please let us know. We will be looking for sponsorship from relevant local mental health and wellbeing organisations please contact the Healthwatch York office to find out more. Unfortunately we are not in a position to fund a further edition of the guide without this support.

Louise was highly commended in the making a difference through volunteering category.

Louise Sangwine (left) withHealthwatch York manager Sin Balsom

Healthwatch York Annual Meeting 2015


Student social worker Nick Redding spoke about the work on Accident and Emergency services he carried out during his placement with Healthwatch York. Our report, Accident and Emergency and alternatives, has now been published and welcomed by York Hospital.

The Healthwatch York Annual Meeting took place on July 28th. Over 70 people attended the event.

Healthwatch York has been finding out about local peoples experiences of wheelchair services and we published our report in June. Wheelchair user Chris Edmondson was unable to attend our meeting but spoke very passionately via video interview about the importance of his wheelchair to his life.

Chris praised the Heathwatch York report: Its very thorough with a lot of comments from a lot of people. It is important that people at the top hear about the stories because if they dont know whats going on with the services, they cant get a true reflection of them.


Healthwatch York volunteer Community Champions Fiona Benson and Kay Watkins spoke enthusiastically about the regular information hubs they hold at Lidgett Grove community caf and New Earswick Less Loneliness Initiative (NELLI). All our Community Champions really are the face of Healthwatch York - both Fiona and Kay enjoy getting out and about, meeting all kinds of people and sharing information with them.

Anna Harrison, organiser of the Lidgett Grove community caf told the audience how important the Healthwatch York information hub has become to the caf customers.

It was great to see so many of our volunteers and partners and we received some very positive feedback about the day.

Healthwatch York is very good at communication

I am really impressed with Healthwatch York

Congratulations and well done

Healthwatch York volunteers Jane Gripton and Judith Saunders talked about their care home visits with City of York Council staff as part of the Councils care home consultation programme.

Council monitoring officers Sally Dixey and Anne Hizzett told the meeting about the positive and constructive relationship they have with the Healthwatch York staff team and volunteers.

They feel the partnership with Healthwatch York enhances the Councils reports on care homes and has challenged and improved the way they do things.

Feedback

Attendees at our Annual Meetingenjoyed wonderful cakes made for us byBrunswick Organic Nursery social club

Anna Harrison and Ian Cartwright from Lidgett Grove community caf


At Healthwatch York we think its really important, at a time when so much coverage about health and social care is negative, to remember that every day in our city people experience brilliant care. We also think its important we help people champion this.

When people leave feedback on our website, they are able to name a person who they think has really made a difference to their experience.

At our 2015 Annual Meeting we presented our Making a Difference awards to nine individuals or organisations who members of the public have singled out for special praise.

Whenever you use a local health or social care service you can tell us about your experience via the feedback centre on our website: www.healthwatchyork.org.uk

Tell us if there is a particular person or service who you feel has made a real difference to your care.

Dont forget you can also give us your feedback by phone, email or letter.

Healthwatch York Making a Difference Awards

Left to right: Liz Taylor, GlaucomaClinic,Pardeep Saini, OrthodonticsClinic, Amanda Rudd, A & E

Mark Pugson, Woodthorpe DentalCentre, receiving his award fromHealthwatch York Chair John Clark

Excellent friendly service at Boots, Heworth Green

My dentist is patient, friendly, welcoming and explains everything being done

All the staff at York Hospitals Glaucoma clinic were very helpful

Whitworths Chemist took care of everything for me with automatic repeat prescriptions

The Orthodontics Clinic at York Hospital provides a very good service for Deaf parents of a hearing child. The Clinic books British Sign Language (BSL) interpreters at every appointment our son has

Who has made a difference for you?


Where can I find out about the quality of care services in York?The Care Quality Commission (CQC) is the independent regulator of health and adult social care services in England. They make sure health and social care services provide people with safe, effective, compassionate high quality care.

All care homes are required to be registered with the CQC and their services are inspected against five key questions is the service safe, caring, effective, responsive to a persons needs and well-led? A team of specialist local adult social care inspectors look at the quality of care and publishes clear and comprehensive inspection reports. The CQC reports include a rating for each home - outstanding, good, requires improvement or inadequate. These reports can be useful in helping people choose care for themselves or a family member.

Visit the CQC website: www.cqc.org.uk to see all the CQC reports, or contact the Healthwatch York office if you would like paper copies of reports.

Local care homes

Where can I get guidance on choosing a care home?+ Age UK provide guidance on choosing a care home,

including fact sheets and a check list. Visit: www.ageuk.org.uk/home-and-care/care-homes/ or phone 0800 169 2081

+ The Alzheimers society produces a guide to choosing a care home. Visit: www.alzheimers.org.uk or phone 0300 222 11 22

+ Independent Age produce a wise guide booklet to choosing a care home. Visit: www.independentage.org.uk or phone 0800 319 6611. Copies of the booklet are also available from the Healthwatch York office.

+ City of York Councils website has a list of care homes and homes which offer nursing care. Visit: www.york.gov.uk, phone 01904 555111 or email: [email protected]

What can I do if I have concerns about a care home?You can tell the CQC:


03000 61 61 61


[email protected] ABC ABC ABC ABC ABC ABC ABC ABC

www.cqc.org.uk

You can tell Healthwatch York:


01904 621133


[email protected]


www.healthwatchyork.co.uk


York Timebank is expanding!

Timebanking is a way of giving and receiving to build supportive networks and strong communitiesIts a great way to meet new people and get more active in your community by giving as much time as you can. You can learn new things and get help when you need it, whilst being rewarded for the time and skills you can share.

You can help other members with things like shopping, decorating, gardening or cooking. One hour of your time earns you one Time Credit which you can spend on something youd like e.g.: knitting advice, music lessons or even exchange for Energise vouchers or Tai Chi classes!

York Timebank is interested in developing new partnerships

with other rewarding organisations, that may also benefit from timebanking, as well as reaching people most in need. Members say, Without Timebank my garden would totally be overgrown and I have met some lovely people and enjoyed sharing my knowledge with others.

York Timebank is expanding too! The main group is active in Acomb and the surrounding areas, based at Lidgett Grove Methodist Church with over 90 members sharing all kinds of skills and knowledge e.g. dyslexic support, design help, life coaching and bread making! Following on from

the groups success and the interest in Tang Hall and Heworth, a second hub for the east of York is starting up to serve the local community and surrounding areas.

Individuals, groups or organisations who want to know more can visit:


www.yorktimebank.org.uk


[email protected]


Age UK In Safe Hands Volunteers Wanted Could you, or someone you know, spare a couple of hours a week to visit an older person to give their carer a break?

For more information call Age UK York on:


01904 627 995ABC ABC ABC ABC ABC ABC ABC ABC ABC

or visit: www.ageukyork.org uk

Volunteer with people affected by stroke Over half of the people in the UK who survive a stroke are left with disabilities. The Stroke association aims to improve the lives of people affected by stroke and York Stroke Support Group are looking for volunteers:

Are you a good listener?Why not support people with communication difficulties?

Do you have good organisational skills? You could help organise events and activities

Can you make a good brew? We always need someone to make a cuppa!

To get involved contact:Katy Barton:


01904 414765


[email protected]

Donna Stott:


0191 497 8322


[email protected]

LIMBGO (York Amputee Support and Social Group) LIMBGO (York Amputee Support and Social Group) is a support group which began because staff and patients recognised that talking with fellow amputees could help amputees come to terms with their loss. The York limbless support group was launched in April 2011.

The group aims to help people to understand all aspects of living with the loss of a limb through sharing their own experiences and giving practical information, advice and guidance about the things that people need reassurance about or that concern them.

Where the group cannot help directly they can identify other sources of help that will offer more specialist advice. The group is open to anyone affected by the loss of a limb. It is a small informal group which always welcome new members.

Meetings take place at 2pm at York Hospital.The next two meetings are: 18th November 2015, talk and slide show15th January, a talk on phantom pain

For more information contact Derek Armstrong:

ABC ABC ABC ABC ABC ABC ABC ABC ABC ABC ABC

[email protected]

Talking SpaceYork Blind and Partially Sighted Societys Talking Space is a free, confidential counselling service for people who are experiencing changes in their eyesight, and their families. Counselling is an opportunity to talk openly about emotional difficulties in a confidential and supportive environment.

The service, which is free, offers an initial discussion with an accredited counsellor, followed by an agreed number of sessions.

If you would like to know more about Talking Space or would like to arrange an appointment, contact York Blind and Partially Sighted Society:


01904 671154ABC ABC ABC ABC ABC ABC ABC ABC ABC ABC ABC

Fax: 01904 671154


[email protected]


www.ybpss.org

Get involved


26th October to 1st November 2015 is City of York Councils Celebrating Ability Week.

The Councils Sport and Active Leisure team have partnered up with Voluntary Sports Clubs and organisations who will be opening their doors for people to try out their sports. The free activities include sports for people with a visual impairment, wheelchair basketball, cycling on adapted bikes and chair based dance classes.

Contact Hannah Higginson for further information:


01904 551431


[email protected]

Celebrating Ability Week26 October to 1 November 2015. For more information visit www.york.gov.uk/celebratingability

Just 30 @just30york

19717 COY Celebrating Ability Week Programme 2015 (12pt)-V2.indd 1 09/09/2015 09:57

Celebrating Ability Week26th October to 1st November 2015


Supported living for learning disabled peopleCity of York Council have developed new facilities on The Retreat site for people with learning disabilities. The scheme will provide supported independence for people with learning disabilities who are currently in accommodation outside York.

A row of cottage buildings have been modernised and refurbished to provide six individual en-suite rooms. Residents will be able to use a communal dining room, sitting room, laundry room and kitchen as well as outdoor seating and activity areas. Support staff will be available 24 hours, 7 days a week.

Disability Sport WebsiteCity of York Councils disability sport website includes lots of different information, as well as a searchable database of activities, which you can categorise by day or sport.

To see for yourself, go to:


www.york.gov.uk/disabilitysport

To discuss any of these further or to request information please ring: 01904 553377 or email:


Glyn Newberry: [email protected]


Hannah Higginson:[email protected]

York childrens centres now have one number per cluster instead of centre:


North Cluster - 01904 555266: Clifton Childrens Centre, New Earswick Childrens Centre and Haxby Road Childrens Centre


West Cluster - 01904 555288: Hob Moor Childrens Centre, Carr Childrens Centre and Westfield Childrens Centre


South East Cluster - 01904 555255: Knavesmire Childrens Centre, The Avenues Childrens Centre and St Lawrences Childrens Centre

Details of opening times and information for each childrens centre can be found at the childrens centre section of the YorOK website - www.yor-ok.org.uk

Childrens centres are places where families with children under five years can access services, advice and support in your local area.

Childrens centres in the north of York+ Clifton+ Haxby Road+ New Earswick

Childrens centres in the south east of York+ Knavesmire+ St Lawrences+ The Avenues

Childrens centres in the west of York+ Carr+ Hob Moor+ Westfield

There are nine childrens centres in York offering a variety of services including:

Open access groups Family Learning courses Parent Track stops Parenting programmes Health drop ins Childminder groups Speech and language

drop ins

Baby scales, public access computer and access to a free phone with a direct line to all City of York Council services and other services that parents may need to call.

ChildrensCentres


What is Healthwatch York?Healthwatch York helps you influence local health and social care services hospitals, care homes mental health services, GP surgeries, home care services and others.

Healthwatch York will help you and your family get the best out of your local health and social care services. You can be involved in shaping these services according to what your community wants or needs.

We want to put you at the heart of health and social care services in York. We:

Provide information about local services to make sure you know how to access the help you need

Signpost you to independent complaints advocacy if you need support to complain about a service youve received

Listen to your views about local services and make sure these are taken into account when services are planned and delivered. We want to know what is working well, and what isnt

Healthwatch gives us the opportunity to create a health and care system that really meets our needs.

Healthwatch EnglandAs well as operating locally, Healthwatch plays a role at national level.

Local Healthwatch passes on information and recommendations to Healthwatch England. Healthwatch England takes evidence from local Healthwatch and uses it to create a strong picture of what matters most to consumers up and down the country.

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PARK&RIDEWhite Line No. 3Askham Bar -Railway Station

We are here

York CVSHealthwatch York is a project at York CVS. York CVS works with voluntary and community groups in York. York CVS aims to help these groups do their best for their communities, and people who take part in their activities or use their services.

proud to be part of

Contact us:


Freepost RTEG-BLES-RRYJ Healthwatch York 15 Priory Street York YO1 6ET


01904 621133


07779 597361 use this if you would like to leave us a text or voicemail message


[email protected]


@healthwatchyork


Like us on Facebook


www.healthwatchyork.co.uk

Visit our website and leave your feedback about local services

healthwatch york autumn 2015 magazine

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